How to View Audit Logs for Changes in Admin Settings

Audit logs are detailed records of actions performed during specific events. They provide a complete activity trail and help in monitoring and safeguarding data.

Check out this video for more details.

Accessing Audit Logs in BoldDesk

To view audit logs:

• Navigate to Admin module.
• Select Audit Logs under the General section.

Ensure the View audit logs permission is enabled in Roles & Permissions.

Types of audit logs

BoldDesk offers multiple log categories for granular monitoring. The following are the types of logs available:

• Access logs – Records details of login, logout, and impersonation activities in both customer and agent portals.
• Activity logs – Track changes made in the admin settings.
• Webhook failure logs – Record failed webhook attempts.
• Integration failure logs – Log failures related to third-party integrations.
• Email failure logs – Capture details of bounced or complaint emails.
• Blocked email recipient - Log email addresses that are intentionally blocked from receiving messages.
• Workflow failure logs - Provides information on failed workflow attempts.
• Omnichannel failure logs - Provides information on failed interactions or message deliveries across multiple communication channels integrated into BoldDesk.

Activity logs

Activity logs contain details about specific events or operations, like what was changed and who made the changes.

These logs include the user’s name and email ID, the event’s time and date of occurrence, the type and category of the event, a summary of the event, and more details on the user.

For example, if you change any general settings, the activity will be logged here with the details mentioned above. This can be useful in many ways when monitoring.

You can filter the activity logs by date, event category, event type, or username.

Explore further instructions about How to Effectively Track Changes Using Activity Logs in BoldDesk.

Access logs

When a user logs into the agent or customer portal, the event is recorded in the access logs. These logs capture login, logout, and impersonation activities across both portals.

The access logs provide the following details:

• Username – The user who performed the action
• Date and Time – When the action occurred
• IP Address – The IP address from which the user accessed the system
• Category – Type of action recorded (e.g., login, logout, impersonation)
• Brand Name – The brand under which the action was performed
• Login Source – Indicates the login method (e.g., form login, Google, Microsoft)
• Country – The user’s location, typically derived from the IP address

You can filter access logs by date, event category, country, and username to quickly locate specific records.

Integration failure logs

These logs capture information about failed app integration attempts within the help desk system. Under this tab, you can find logs related to failed integrations of apps available in the marketplace.

Each log entry in the table includes the integration name, integration type, failure type, date, and integration details.

To find specific failures, apply filters using the date and integration name.

Webhook failure logs

Webhook failure logs contain information on failed webhook attempts. These logs can be filtered by date and Webhook name.

Email failure logs

These logs capture details of undelivered emails caused by bounce or complaint statuses. These logs can be filtered using event type, ticket ID, and recipient.

Blocked email recipient

This log lists email addresses that have been intentionally blocked from receiving emails due to filtering rules, spam detection, or other security measures enforced by the BoldDesk email system or its service provider.

You can filter these logs by date, reason, recipient email, and source for easier tracking and resolution.

Workflow failure logs

These refer to logs that capture errors or failures in automated workflows—such as triggers, rules, or automation sequences that fail to execute as expected. These failures might occur due to:

• Invalid conditions or actions in a workflow

• Missing or deleted resources (e.g., users, tags, or templates)
  

  
  
  

Omnichannel failure logs

Omnichannel failure logs refer to records of failed interactions or message deliveries across multiple communication channels integrated into BoldDesk. These channels may include:

• Email

• Live Chat

• WhatsApp

• Facebook Messenger

• Twitter/X

• SMS

• Telegram

  
  
  

Since BoldDesk unifies these channels under its Omnichannel Customer Service platform, any failures in message delivery, integration, or webhook execution related to these channels would be captured under existing failure log categories.

Accessing audit logs

To access audit logs, the user should enable the View audit logs permission in the roles and permissions section under the Admin module.

FAQs

1. How do I enable audit log access in BoldDesk?
Enable the View audit logs permission under Roles & Permissions in the Admin module.

2. Can I export audit logs from BoldDesk?
No, BoldDesk does not provide an export option for audit logs. Logs can be viewed and filtered within the Admin Center, but exporting is not supported.

3. Are audit logs real-time in BoldDesk?
Yes, logs are updated in real-time for accurate monitoring.

4. How long are audit logs retained in BoldDesk?
Retention depends on your subscription plan, HIPAA data retention policies, and compliance settings.